The role of customer information in providing banking services: a case study at a top three bank in Malaysia / Abdullah Sadli

This case study tries to establish whether a bank makes full use of the customer information that it has in its database in its strategy to provide banking services to customers. The customer information is divided into four types namely customer personal information, customer needs, customer behaviour, and general information. Greater detail on the usage of each type of the customer information is discussed. The study concludes with some analysis of the future banking services and its impact on the customers.